Krysta Gahagen

5 Steps to Start Your Digital Care Journey

Digital messaging and mobile care take over As most customer experience leaders already know, digital care is the future of customer service. And for good reason! Digital messaging is actively replacing other channels as your customers’ preferred servicing channel. Why wouldn’t they prefer the convenience...

Contact Center Survey Reveals How Leaders are Preparing for a Digital Future – 2018...

The results are in: Sparkcentral’s latest contact center survey data is now available as a free report Driving customer-centric service in the contact center environment is becoming easier with the sophisticated technology and plethora of digital channels available today. Yet despite the rapid pace with...

How to Drive Customer Intimacy in the Contact Center

I was seated in the middle seat of the first leg of a recent trip and wanted out. There wasn’t anything I could do to regain the armrests I had already lost to the folks on either side of me, but I was desperate...

The Impact of the General Data Protection Regulation (GDPR) in the Contact Center

2018 is a big year for data protection. The General Data Protection Regulation (GDPR) is a significant piece of legislation designed to strengthen and unify data protection laws for all individuals within the European Union (EU), but businesses that operate outside the EU should...

Process vs. Progress: Don’t Let Process Hinder Your Customer Experience

Are you letting the process get in the way of progress when it comes to your customer experience? Ask yourself if this sounds familiar: The last time I purchased software, I compared vendors that claimed to provide a platform or tool that could meet my...

Solution-Based Service: The Backbone of a Great Customer Experience

I completely missed the sign on the front door as I walked into a coffee shop a couple of days ago. As the line I joined snaked forward, I read an ominous handwritten sign taped to the bakery display case: “Out of hot coffee...

Messaging: The Next Generation of Customer Support

In the last decade, brands have begun adopting digital channels beyond email to better interact and communicate with their customers. As social media and messaging apps have matured into platforms that are used by consumers to communicate with each other on a daily basis,...

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